Refund & Replacement Policy

At Heli, we carefully pack and inspect every order before it leaves our hands. As many of our products are handcrafted or individually finished, slight variations in colour, texture, finish, grain or appearance may occur. These natural variations are a part of the character of the product and are not considered defects.

Returns & Exchanges

We currently do not accept returns or exchanges for change of mind, incorrect product selection, size preferences, or personal preferences.

However, if your order arrives damaged or has a manufacturing defect, we are happy to help with a replacement.

Please make sure you review the product photographs, dimensions and description carefully before placing your order. If you need additional photographs or have any questions about a product, please feel free to contact us before making your purchase. We’re always happy to help you make the right choice.

Damaged or Defective Products

If your product arrives damaged or has a manufacturing defect, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please send us:

• Your order number
• Clear photographs of the product and the issue
• A short video, if the issue is better demonstrated through a video
• Photographs of the packaging, particularly if the product was damaged during transit

Once we receive the details, our team will review the issue and, where applicable, arrange a reverse pickup of the product.

If the product is approved for replacement, we will send you a replacement once the original product has been received and inspected.

Please note that replacement is subject to product availability. If the same product is unavailable, Heli may, at its discretion, offer an alternative resolution such as a credit note.

Conditions for Replacement

A replacement can only be considered if:

• The issue is reported within 48 hours of delivery.
• The product is unused and in the condition in which it was received.
• The product is returned in its original packaging, wherever applicable.
• The damage or defect is not caused by misuse, alteration, improper handling or normal wear and tear.

Products that have been used, modified, washed, repaired or damaged after delivery due to customer handling may not qualify for replacement.

Refunds

Heli does not offer refunds for delivered orders.

Where a product qualifies for a resolution under this policy, the remedy will generally be a replacement. In exceptional circumstances where a replacement is not possible, Heli may offer a credit note at its discretion.

Order Cancellations

If you wish to cancel an order, please contact us within 12 hours of placing the order.

If the order has already been packed or dispatched, cancellation may no longer be possible.

For eligible cancellations made before dispatch, a 5% processing fee will be deducted from the amount to be refunded. The remaining amount will be processed through the original payment method, subject to the applicable payment processing timelines.

A Quick Note Before You Order

We want you to love what you receive from Heli. To help avoid disappointment, we encourage you to:

• Check the product dimensions carefully.
• Review all product photographs and descriptions before ordering.
• Keep in mind that handcrafted products may have minor variations that make each piece unique.
• Reach out to us if you need additional photographs, measurements or any other information before placing your order.

For any questions regarding an order, replacement or cancellation, please contact us at heli.homedecor@gmail.com.